The SNEN System - Features

Service Request Management

Partnership service catalogue with ability for call centres to invoke services
Searchable adviser knowledgebase for immediate advice and catalogue of organisations for signposting
Tracking of services against service level expectations, with alerts and notifications for involved parties
Event type classification including in-scope Home Office specification and customisable out-of-scope classification
Database of geographical coverage for automatic selection of services based on event location
Customer records with recording of repeat calls by customers, allocation of customer reference numbers for data protection and support for anonymous callers
Full search system for locating events and customers based on any aspect of the data

Infrastructure

Single or multiple call centre support
Integration messaging system for automatic distribution of service requests to service deliverer
Devolved administration and user management for each partnership organisation with overall control by operational management team
Web based and e-GIF compliant - therefore no system set up required for access by new users or call centres
Separation of call handling and service delivery as per Home Office data model
Secure, two-factor authentication system
Work queues and task lists for all partner organisations and staff
Business continuity designed with full disaster recovery support
Built to meet the Home Office 101 Programme data standards

Reporting

Full audit trail of all user interactions
Custom and standard reports that automatically produce Home Office monthly report data

Sopra Newell and Budge and IIZUKA Software Technologies are able to demonstrate The SNEN System. Please contact us to arrange a suitable venue and time.